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A leading company in the IT sector is seeking an Application Support Analyst in Manchester. The role involves providing 3rd line support, managing incidents, and ensuring resolution according to SLAs. Candidates should have a degree in Computer Science or relevant experience, along with strong problem-solving and communication skills. This position offers a hybrid work model and requires flexibility for on-call duties.
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Location: Manchester (Hybrid – 3 days in the office)
Status: Permanent
Job purpose:
Provide 3rd line application support, managing incidents and escalations through to resolution
Communicate effectively with business stakeholders, internal and/or 3rd party support teams
Ensure resolution of incidents according to agreed SLA's
Apply problem solving skills to recreate, debug, identify and resolve issues
Perform root cause analysis of issues to prevent reoccurrence
Form part of the on-call rota for out of hours critical incidents
Provide proactive support & maintenance across the application landscape
Create, review and maintain support documentation for deploying and configuring applications
Monitor/deploy application updates & patches
Develop understanding of systems within the application landscape
Support internal projects with technical design reviews and environment builds/deployment
Key accountabilities
To be aware of and comply with all company policies and procedures, including but not limited to the Group/Company Data Protection policy, Equal Opportunities policy, Email and Internet Acceptable Usage Policy, in addition to Fire and Health and Safety Regulations.
The role holder may also be required to carry out any other duties within the scope and purpose of this role as requested by their line manager and in line with business needs.
Knowledge and experience
Experience managing Windows Server, IIS & Active Directory Services
Azure AD experience would be beneficial
Azure IaaS / PaaS experience would be beneficial
Knowledge of T-SQL (MS SQL) and/or PL/SQL
Knowledge of minor programming or scripting (.NET / PowerShell)
Experience using an IT Service Management Tool (e.g. SCSM, Service Now)
At least 2 years’ experience within an IT department
Previous experience in a similar role would be beneficial
An understanding of IT service management processes (e.g. ITIL) would be beneficial
Experience of Microsoft Dynamics (2012AX or 365) would be beneficial
Experience of Office365 administration would be beneficial
Experience of software deployment processes/systems (e.g. Octopus Deploy) would be beneficial
Skills and abilities
Strong written and verbal communication skills; comfortable working side by side with business colleagues to update, diagnose and resolve issues.
Team player; contribute to positive team spirit and inspire trust of others. Must be flexible and willing to work to task completion beyond normal business hours if necessary (including on-call rota).
Analytical and problem-solving skills; React well under pressure and utilises logical approach to resolving issues. Be tenacious and own issues until resolved.
Desire to improve self and systems; eager to learn a range of systems and technologies; take pride in work and suggest ways to improve quality
Qualifications
Degree level education (Computer Science or other relevant technical discipline) or relevant experience
Microsoft certifications or training
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